As part of digitization, the Insurance company wanted to create a chatbot for their product information. The chatbot should address queries on products listed on their platform.
An intent-entity based NLP solution was developed to address customer queries on insurance products.
The textual information contained on the website and FAQ section was used as the corpus.
A CNN model was used for training the bot.
A web based chatbot which could answer customer queries with an accuracy of 80+% was developed.
In cases where the bot could not answer, it would redirect the customer to the customer support executive.
Post implementation, number of customer support executives were reduced by 67%.
Average Customer Response Time decreased by 70%.